Customer Experience Manager (Remote)

Position Summary: The Japan CX Manager will lead the Customer Experience and Onboarding functions within Swift Trader, managing a team dedicated to providing exceptional service through live chat, email and service requests. This role is pivotal in enhancing operational efficiency and customer satisfaction within the region.

Key Responsibilities:

• Team Leadership and Management: Oversee the daily operations of the CX team, ensuring a high standard of customer service. Manage staff scheduling, training, and development to enhance team performance and ensure staff retention.
• Customer Onboarding: Supervise the customer onboarding process to ensure it is efficient, compliant and user friendly. Make ongoing improvements to streamline the process and enhance customer satisfaction.
• Service Delivery: Ensure the team delivers high-quality customer service through various channels such as live chat, email, and service requests. Monitor response times and quality of responses to maintain service standards.
• Performance Improvement: Continuously assess and improve the efficiency and effectiveness of customer service operations. Implement best practices and innovative solutions for customer engagement and retention.
• Reporting and Analytics: Generate and review regular reports on team performance, customer feedback and service metrics to identify trends and areas for improvement. Use data-driven insights to guide strategic decisions.
• Stakeholder Management: Act as the primary point of contact for customer service issues within the region. Coordinate with other departments to resolve issues swiftly and maintain customer trust.
• Compliance and Quality Assurance: Ensure all customer interactions comply with company policies and legal regulations. Uphold high standards of data privacy and security in all operations.

Required Skills and Qualifications:

• Minimum of 3 years of experience in customer service management, preferably in FX & CFD or Crypto financial services.
• Strong leadership skills with the ability to manage and motivate a team.
• Excellent communication and interpersonal skills, with fluency in Japanese and English.
• Proficiency in customer service software and CRM systems.
• Ability to analyze data and provide insights for process improvement.
• High attention to detail and a commitment to providing high standards of customer service.